Outbound Contact Center Supervisor jobs in Burlington, VT

Outbound Contact Center Supervisor supervises employees who place telephone calls or other interactions to potential customers. Monitors and evaluates interactions and workflow to ensure that performance standards and the volume target are met. Being an Outbound Contact Center Supervisor is responsible for the daily activity of contact center policies and procedures including meeting contact center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge, and accomplishing organizational goals. May require a bachelor's degree. Additionally, Outbound Contact Center Supervisor typically reports to manager or head of a unit/department. Working team member that may validate or coordinate the work of others on a support team. Suggests improvements to process, is a knowledge resource for other team members. Has no authority for staff actions. Generally has a minimum of 2 years experience as an individual contributor. Thorough knowledge of the team processes. (Copyright 2024 Salary.com)

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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 20 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Operations Supervisor, Laboratory and Donor Center
  • CVPH Medical Center
  • Plattsburgh, NY FULL_TIME
  • Overview Responsibilities include providing support to ensure daily operations for the laboratory and blood donor center. Expectations include donor program management, personnel management, orientati...
  • 22 Days Ago

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Housekeeping Supervisor
  • Burlington Center
  • Burlington, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. Why Genesis? We improv...
  • 7 Days Ago

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RN- Supervisor
  • Essex Center
  • Plattsburgh, NY FULL_TIME
  • Essex Center is hiring a Registered Nurse (RN) Supervisor in Elizabethtown, NY. Essex Center offers the following benefits: Tuition Reimbursement Program! Generous pay rates based on experience Flexib...
  • 1 Month Ago

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Nurse Supervisor
  • Essex Center
  • Plattsburgh, NY FULL_TIME
  • Essex Center is hiring a Registered Nurse (RN) Supervisor in Elizabethtown, NY. Essex Center offers the following benefits: Tuition Reimbursement Program! Generous pay rates based on experience Flexib...
  • 1 Month Ago

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0 Outbound Contact Center Supervisor jobs found in Burlington, VT area

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Customer Service Specialist
  • Adapt Health LLC
  • South Burlington, VT
  • AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical equipment products and services...
  • 3/28/2024 12:00:00 AM

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Central Sterile Reprocessing Instrument Coordinator
  • The University Of Vermont Medical Center
  • Burlington, VT
  • JOB DESCRIPTION: The Central Sterile Reprocessing (CSR) Instrument Coordinator manages and administers scope (rigid and ...
  • 3/28/2024 12:00:00 AM

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Marketing Administrator
  • Pete's RV Center
  • South Burlington, VT
  • Under the guidance of the marketing director, the marketing administrator gains a strong grasp of current marketing tool...
  • 3/27/2024 12:00:00 AM

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Licensed Professional Mental Health Counselor- OCA
  • Department of Veterans Affairs
  • South Burlington, VT
  • Summary * This is an OPEN CONTINUOUS ANNOUNCEMENTfor multiple locations/positions that will remain open until May 13, 20...
  • 3/26/2024 12:00:00 AM

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Psychologist - OCA
  • Department of Veterans Affairs
  • South Burlington, VT
  • Summary This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement ...
  • 3/26/2024 12:00:00 AM

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Marriage and Family Therapist OCA
  • Department of Veterans Affairs
  • South Burlington, VT
  • Summary * This is an OPEN CONTINUOUS ANNOUNCEMENTfor multiple locations/positions that will remain open until May 13, 20...
  • 3/26/2024 12:00:00 AM

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Supervisory Production Controller (aircraft)
  • Department of the Air Force
  • South Burlington, VT
  • Summary THIS IS A NATIONAL GUARD TITLE 32 EXCEPTED SERVICE POSITION. This National Guard position is for a Supervisory P...
  • 3/26/2024 12:00:00 AM

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Sales Support Lead
  • Lumber Liquidators
  • Williston, VT
  • $19/hr + Monthly Bonus + GENEROUS BENEFITS!! *401k Company Match, $0 Medical Cost Option, Up to 5 Weeks PTO + More! Appl...
  • 3/24/2024 12:00:00 AM

Burlington is the most populous city in the U.S. state of Vermont and the seat of Chittenden County. It is located 45 miles (72 km) south of the Canada–United States border and 94 miles (151 km) south of Montreal. The city's population was 42,452 according to a 2015 U.S. census estimate. It is the least populous municipality in the United States to be the most populous incorporated area in a state. A regional college town, Burlington is home to the University of Vermont (UVM) and Champlain College, a small private college. Vermont's largest hospital, the UVM Medical Center, is located within t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Outbound Contact Center Supervisor jobs
$40,129 to $61,180
Burlington, Vermont area prices
were up 1.6% from a year ago

Outbound Contact Center Supervisor in Lafayette, LA
All employees are part of one team and all supervisors are supes of that team.
February 13, 2020